A brand’s reputation can rise or fall based on how it reacts to unplanned events. Having a crisis plan in place is a good start, but it’s not enough. The right response has to be part of the organization’s character, part of its DNA.
Two companies have hurt themselves and eroded their own reputations with woefully tone-deaf responses to events. As these cases are analyzed in the days and weeks to come, crisis planning will undoubtedly be invoked. In both cases, though, all the planning in the world wouldn’t have stopped these businesses—Uber and Sony—from reacting based on their core nature.
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Flickr photo courtesy of RetisThe Friday Wrap is my weekly collection of articles, posts, and reports that may not have risen to the top of your news feed but still can add value to your work as a communicator. I collect all the items I find interesting on my link blog, which you’re welcome to follow. The link blog is my source for items to appear in the Wrap as well as those I’ll report on in my weekly podcast.
FTC settles with agency whose staff tweeted about clients—It’s a standard practice in PR and marketing agencies to ask agency staff to support client activities with tweets, Facebook posts, and other missives in their Read More »